Account health
A weighted composite score across value, delivery, and relationship that predicts renewal/expansion risk before it shows up.
An account health score is a weighted scorecard built leading-indicator-first. In SaaS the pillars are usage, engagement, sentiment, support, relationship breadth, and outcomes (Gainsight's DEAR: Deployment, Engagement, Adoption, ROI). In a professional-services context you reweight to delivery health (on-time, margin, scope/burn), relationship (sponsor stability, multi-threading), and value realisation — with a sponsor change as the single highest-weight red flag. Lagging signals (NPS, tickets) validate the score; they don't steer it.
"Lagging indicators validate the score; the alpha is in leading signals that move weeks before risk fires."